Responsibilities

　　ByteDance is a global incubator of platforms at the cutting edge of commerce, content, entertainment, and enterprise services - over 2.5 billion people interact with ByteDance products, including TikTok.

　　Why Join Us

　　Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.

　　Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.

　　To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.

　　At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.

　　Join us.

　　E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SMT is looking for a SOP Program Manager role to set up the quality standard across the country service delivery framework, drive consistency and improve satisfaction eventually.

　　Roles & Responsibilities

　　- Develop SOPs for local Customer Service, Seller Support, and Creator Support teams.

　　- Understand problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across internal and external teams.

　　- Leverage rapid, agile development techniques and processes to create content for a rapidly changing environment. Lead process improvement efforts.

　　- Facilitate tech changes and updates. Create and maintain system documentation and provide training and support to team members and others as needed to ensure processes and procedures are understood and followed.

　　- Effectively manage project and stakeholder meetings, drive discussions to conclusion, and keep programs on track.

　　- Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.

　　Qualifications

　　- Bachelor's degree or equivalent practical experience.

　　- Experience in operations, program, or project management; preferably with experience in developing Standard Operational Procedures (SOPs).

　　- Experience developing, implementing and optimizing SOPs across large scale operations.

　　- Experience working cross functionally with tech and non-tech teams.

　　- Experience in eCommerce or marketplace platform is a plus.

　　- Six Sigma training and COPC certified (certification is a plus).

　　- Excellent written and verbal communication skills in English & Brazilian Portuguese.

　　TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

　　TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at [email protected]